I sent my laptop out for repair under my acciddental damage protection. I first contacted HP to setup for a box to send it out. Not knowing its being sent to the wrong repair center since that tech put the wrong address on the return label. Its supposed to go to Fremont, Ca but it goes to Tennessee.
They receive it in Tennessee October 16th (9:28am pst). Their repair status site is still saying its not there but fedex.com says its there and been signed for. A few days go by and i start to worry since it still says they didn't receive it. The reason for that is its in the wrong place. They only have a tech support phone number and they only know as much as i do as this point. I look on the Better Business Bureau's site and find a number. That number gives me someone at thier corporate office. Then that sends me to a case manager that deals with lost computers and such. He informs me whats going on. If i wouldn't have found this number on the BBB i probably would've never known anythiny and waited even longer. Those techs don't speak english and could care less about your missing computer.
By tuesday the 20th its been sitting there for 5 days for nothing. The case mgr says i'll send an email which takes 24 hours for a reponse but thats a dead end. He needs to send another email to someone a little higher up. He tells me one day its takes 24 hours and i call 24 hours later and he then says its take 24-48 hrs. They say they can't call these centers, (yea ok). I said if its lost just tell me and send me a new one. I want mine back but i'll take a new one thats the same or better.
I called a little later to see if he got a reposnse yet and then i'm told its already been shipped to Ca. The girl looks it up under my s/n and find that. It was shipped fed-ex ground even though its way behind. This will take an additional 5 days. Its should've been sent overnight or at least 2 day. My case mgr says he had no way of knowing since his 2nd email didn't get to them so he could respond to tell the Tenn center to ship it overnight. I understand all that, fine. I call today (22nd) and TY (case mgr) and get an attitude from calling so much just to ask some questions. He tells we dont't want you to get overly frustrated. What do you mean, my FREAKEN 1100.00 laptop is sitting somewhere in warehouse where its not supposed to be for 6 days by now. TY says about calling me but they never do, i always have to call. He says i'm doing all i can do, yea sure you are.
He also tells today that it might get to Ca. Earlier than Fed-ex has estimated. I guess this guy thinks i'm stupid. I worked for UPS and they work the same way. I say i've never seen anything come early if anything late. We order alot of things online. HP allows 7-9 bus. Days for them to receive it, repair it and get it back to me. They won't get it until the Oct. 26th and the 7-9 is up Oct. 28th. It can take 2-5 bus. Days just to repair it. Ty is to let them know via email with a 4 hr response time to put it ahead of the rest and Fed-Ex overnight it back to me. They're trying to tell me they can fix the keyboard in 1 day and send it back to me. I don't see that happening. He wants to comp me a set of recovery cd's ok sure i'll take them. I said i just want my laptop back and overnighted. Whether this'll happen i don't know but it better. I plan on filing a report with the BBB to let others know just how crappy HP really is. I tell Ty you know its going to be past th 7-9 well cant do anything til then. I guess comp me some more I probably wont even get those cd's he mentioned. I have to call friday to see if he got a 48 hr response and see if those cd's mail out.
Why they didn't do something with more quickly because they had to realize they don't fix that model there. The excuse they give is they get 50,000 a week, blah blah. They need to change response times and give phone numbers to actually get help when this stuff happens. They won't admit that he screw up lot. The tech who set i all up will be held accountable but i doubt it. This is the number to call if you computer is slow moving or lost. 1877-917-4380 Ext. 08. I wont be sending out anymore, i'll pay for get it fixed myself. I told them i'm better off doing that they said we don't want you to do that since you have ADP. I said thats not doing me any good right now is it, no mam its not. I sent i out before for repair and had no issues. Those techs need more training and english classes. Lesson learned. Beware. If your computer's progress isn't updating call that number i provided. I wish i would've called it sooner.
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